Role Summary: /n We are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring fast resolution, quality control, and disciplined execution by the CX team. /n This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations. /n Key Responsibilities: /n 1.

Daily Operations

Management /n /n

- Monitor inbound/outbound calls and ticket volume

/n

- Ensure tickets are responded to and resolved within defined timelines

/n

- Escalate critical issues to management promptly

/n

- Ensure no backlog builds up

/n /n 2. Call Quality & Audits /n /n

- Conduct regular call audits

/n

- Provide structured feedback to associates

/n

- Maintain quality checklists and ensure adherence

/n /n 3. Team Supervision /n /n

- Manage 3–6 Customer Service Associates

/n

- Track daily productivity and attendance

/n

- Maintain performance scorecards

/n

- Provide on-floor support during escalations

/n /n 4.

Process





Adherence /n /n

- Ensure SOPs are followed consistently

/n

- Maintain documentation of common issues and resolutions

/n

- Coordinate with the tech/product team for recurring issues

/n /n 5. Reporting /n /n

- Share daily and weekly reports on:

/n

- First Response Time

/n

- Resolution Time

/n

- Escalations

/n

- Call Quality Score

/n /n Ideal Candidate Profile /n /n

- 2–4 years of experience in customer support/operations

/n

- Prior experience managing a small team (3–5 people preferred)

/n

- Solid communication in Hindi & English

/n

- Comfortable using ticketing tools (Zoho Desk / similar)

/n

- Basic Excel / Google Sheets skills

/n

- Based in Mumbai, work from the office (Versova)

/n /n BASIC DETAILS /n /n

- Reporting To: Head of CX

/n

- Job Type: Full-Time, Work From Office

/n

- Location: Versova, Andheri West, Mumbai

/n

📌 Junior Customer Experience (Mumbai)
🏢 QubeHealth-Pay
📍 Mumbai